ComplaintsforPipes & Pleasures

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a pipe made by the owner ***** in May of 2023 for $262.75 when we were in Columbus visiting family and attending a concert. The day after purchase, we noticed a crack in the pipe stem, & went back to the business to ask about it. They kindly agreed to repair the pipe and ship it back to us. We then heard nothing back for several months. Called multiple times and finally heard that the elderly owner had been in a car accident and not working, but was on the mend and expected to get to the repair soon. We expressed sympathy & agreed to continue to wait. In September/October of 2023, we began calling for further status, having still heard nothing. **** the manager finally answered and said she had accidentally misplaced the paperwork on the pipe in question, but now that we were reconnected with it, she would send it right out. We waited several weeks; no pipe arrived. Called back, **** said, I thought we sent it to you? We said, apparently not? She said she would get back to us. It is now December 2023. We understand that things happen, and we would have loved to have just received the pipe we purchased at any point since the 7 months ago we paid for it. But because multiple phone calls and messages are going completely unanswered, and we still have no pipe, and are still out the $262.75, we feel like we have no options remaining, and would at this point simply like a refund for the cost of the pipe, please. Thank you.

  Business response

  01/02/2024

  It is true that we had QUITE an experience with Mrs **********'s pipe! It's a beautiful, one-of-a-kind piece and we are so sad that it took so long for her husband to enjoy it. The sequence of the events outlined in the complaint are pretty accurate. It is a fact that the original service order with the customer data was misplaced. It was October when Mrs. ********** connected with **** providing the address information. The pipe was placed in our shipping area to be processed and shipped out to Mrs ********** the following day. Somewhere in between, a Service Repair Coordinator located the missing service order, matched it up with the pipe, and placed the item with the outbound repairs. The following day, instead of being prepared for shipment to Mrs **********, it was picked up (along with quite a few other repairs) for service. Unfortunately, we weren't actually aware of this mix-up until the service package was completed and returned to our shop on December 11th. Our Repair Coordinator immediately recognized the pipe and prepared the item for shipment the next day. As a courtesy, we upgraded the shipping to UPS 2nd Day Air. It was placed in UPS hands on December 12th. On December 16th, we were notified by text that delivery was attempted, but we needed to reconfirm the address. We did that on the same day, but apparently UPS did not actually process the confirmation until December 21st. UPS shows the item was finally delivered to Mrs. ********** on December 22nd. We are attaching the proofs of delivery. If Mrs ********** is still interested in a refund, we will be happy to provide it upon return of the unsmoked merchandise in its new, original condition. We will only deduct the cost of shipping and damage.

   

  Customer response

  01/04/2024

  We are happy to accept the business's response to resolve this complaint; the pipe was received first week of January. We love the piece, and open communication would easily have prevented any BBB filing. We are no longer seeking a refund, since the item was shipped 12/21 and received sometime while we were out of the country for the holidays. Thank you -

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩